Help Desk Program Admin

Software Engineer

Ideal candidates provide technical expertise to both the end users and FRONT-LINE fellow employees who are tasked to solve technology problems for the end users. The candidates' responsibilities include monitoring and support maintenance for enterprise software deployed with modern cloud technologies in a security focused environment. The candidate will assist their fellow employees by overseeing a service desk ticketing system to appropriately resolve software problems and to help in the deployment of new technology as required. While performing these functions, the candidate will also be expected to provide technical insight and guidance to the team they will be assigned.

Essential Duties And Responsibilities:

• Document and properly assign end user issues using a service desk ticketing system.
• Troubleshoot problems with computer software and make repairs and corrections where required.
• Be prepared to communicate with other partners and vendors to resolve end user issues.
• Be prepared to solve complex software calls or work with the appropriate staff to resolve issues.
• Support remote computing and telecommuting clients.
• Evaluate and troubleshoot software for functionality.
• Exercise responsibility for the integrity, security, and maintenance of the systems.
• Provide cross training to other staff members.
• Will need to work shift or rotating hours as required.

Qualifications And Education Requirements:

• B.S. degree in Computer Science, Computer Engineering, Information Technology, Electrical Engineering or other technical equivalent including on the job experience and/or certification.
• Must have a Secret clearance with eligibility for Top Secret clearance.
• Must have Security + certification.
• Must possess at least 3 years of recent experience with enterprise IT systems or support of the enterprise IT model or customer services.
• Extensive experience with software platforms to include MS Windows 10.
• Extensive experience in Microsoft Suite Office 2016/0365.
• Must have extensive experience with Microsoft Active Directory and user management.
• Great Diagnostic and troubleshooting skills.
• DOD Approved 8570 Baseline Certification such as A+ CE, CCNA-Security, CND, Network+ CE or SSCP or higher or the ability to obtain and approved certification within 6 months of employment.
• Excellent written and verbal communication skills.
• Excellent customer service skills.
• Knowledge of TCP/IP networking, and related network services (I.E., DNS, SNTP, DHCP, etc.).
• Ability to manage multiple tasks, while effectively focusing on priority issues and staying within service level agreement targets.
• Ability to read the room of junior technicians and fill gaps.
• Ability to help in limiting over taxing of the helpdesk workflows.
• Possess the ability to apply principles of logical or scientific thinking to a wide range of intellectual and practical problems.
• Ability to create, document, and follow processes and procedures.
• Able to understand the core of the client's issues and solve them expeditiously.
• Able to identify trends in helpdesk calls to identify core problems and client trends.
• Due to U.S. Government contract requirements, only U.S. citizens are eligible for this role.
• Candidate must support 24/7 operation Wednesday-Saturday AND Sunday - Wednesday. Four days a week 10 hours each day. 24/7 shifts are 0600AM-0400PM, 0400PM-0200AM and 0000-1000AM.

Preferred Skills:

• AWS/Azure deployments and cloud certification.
• Familiar cloud resource.
• Familiar with Docker and Kubernetes platforms (Container Management).
• Familiar with Storage options such as Ceph, Rook, OpenEBS, and Longhorn.
• Familiar with API Gateways such as ISTIO.
• Familiar with GitOps tools such as Terraform and Ansible.
• Familiar with Databases such as Elasticsearch, redis, and ProstgreSQL.
• Ability to monitor performance of a system's behavior to detect a cyberattack.
• Familiar with application administration and offline components that may result in a degradation of performance.
• Familiar with JIRA/Confluence configurations (i.e. workflows, security permissions, etc.).
• Ability to address security vulnerability and/or product enhancements.

Security Responsibilities:

• Must comply with all company security and data protection / usage policies and procedures. Personally responsible for proper marking and handling of all information and materials, in any form. Shall not divulge any information, or afford access, to other employees not having a need-to-know. Shall not divulge information outside company without management approval. All government and proprietary information will be accessed and stored electronically on company provided resources.
• Incumbent must be eligible for DoD Personal Security Clearance.

Work Environment:

• Must be able to work with minimal supervision.
• May be working in areas with the risk of electrical shock, near moving mechanical parts driven by hydraulics under high pressure and in high precarious places.
• Ability to perform essential duties and responsibilities worldwide.
• Must be willing to work a flexible schedule and over time.
• Limited travel may be required.

Physical Demands:

• Ability to lift and carry a minimum of 35 pounds and manual dexterity to bend, stoop, squat, and stand for prolonged periods.
• Must have visual color acuity.
• Must have the ability to work overtime as necessary.
• Must be able to sit and operate a personal computer for long periods.

Other Duties:

• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for their job. Duties, responsibilities, and activities may change at any time with or without notice.

CAE USA Inc. is an equal opportunity employer, and all qualified applicants will be considered for employment without regard to any protected characteristic, including disability and protected veteran status, as defined under federal, state, or local laws. Applicants needing reasonable accommodations should contact their recruiter at any point in the recruitment process. If you need assistance to submit your application because of incompatible assistive technology or a disability, please contact us at hrops@caemilusa.com.